Reducing Ticket Lines: A Digital Transformation at the Movies

Daniel Prazeres
4 min readApr 15, 2024

Daniel Prazeres

A UX Design Case Study on Improving the Movie-Going Experience

Image by macrovector on Freepik

The movie theater experience is cherished worldwide — a place where we escape into different worlds, share laughs, and enjoy thrilling adventures. However, the traditional process of purchasing movie tickets can often dampen this magical experience, especially during blockbuster releases when lines stretch endlessly. My previous exploration into digital solutions for Ticket Log showcased the potential of thoughtful UX design in solving practical problems. Now, let’s dive into a new challenge: minimizing ticket lines at movie theaters.

Understanding the Current Scenario

Through a detailed UX study conducted for a movie theater chain, the primary pain point was identified: the ticket purchasing process. Often, movie-goers like Natan, a 24-year-old developer and postgrad student, encounter long lines at both ticket counters and kiosks. Natan, who enjoys blockbuster geek movies, finds himself caught in the dilemma of choosing a movie, time, and snacks — all under the pressure of looming showtimes and diminishing seat availability.

The Journey of Natan Casual

Natan’s journey begins with excitement but soon turns into frustration as he navigates the crowded theater. Despite opting for less crowded kiosks over ticket counters, he still faces significant waits. This experience is not unique to him; it resonates with many, highlighting a common issue across theaters.

Digital Solution Prototype

Inspired by the challenges faced by patrons like Natan, I developed a prototype for a mobile application aimed at streamlining the ticket purchasing process. The app allows users to select movies, showtimes, and seats and complete their purchase — all from the comfort of their homes or on the go. The core of this solution is to alleviate the cognitive load on users, providing a hassle-free environment to make decisions.

Key Features of the App:

  • Pre-booking Options: Users can book their tickets well in advance, reducing last-minute rushes.
  • Integrated Snack Purchasing: Combines ticket and snack purchases in a single transaction, cutting down time spent in separate lines.
  • Real-time Seat Availability: Updates on seat availability help users make quicker decisions without the need to queue at kiosks.
  • Mobile Ticketing: Tickets are stored on the phone, complete with a QR code for easy access, which can be scanned at the entry, bypassing traditional ticket checks.

User Testing and Feedback

The prototype underwent rigorous testing using Maze, a platform that simulates real-world user interactions with digital products. Feedback was overwhelmingly positive, with users appreciating the convenience and speed of the app. Suggestions included enhancing the color palette for seat selection for better visibility and adding a feature to send tickets to friends directly through the app.

Impact and Future Directions

The introduction of this digital solution has the potential to transform the movie-going experience, reducing wait times and improving customer satisfaction. Future iterations could incorporate loyalty programs and personalized recommendations based on user preferences, further enhancing the engagement and enjoyment of cinema lovers.


In conclusion, the shift towards digital solutions in traditional settings like cinemas is not just about keeping up with technological advancements but about enhancing user experience and meeting modern-day expectations. As seen in this case study, a well-designed app can significantly impact reducing physical queues, allowing movie enthusiasts like Natan to enjoy more movies and less waiting.

Explore the Interactive Prototype

Curious to see how these design improvements come to life? Follow the link below to explore our interactive Figma prototype of the Cinefun project. Dive into the user interface and experience the enhancements first-hand. Your feedback is invaluable and will help refine the solution even further!

👉 View the Cinefun UX Prototype on Figma

Thank you for taking the time to read about this UX journey. Your insights and interactions can help shape the future of cinema experiences!

About Me

I am Daniel Prazeres, a UX Designer passionate about crafting seamless digital experiences. My journey in design revolves around finding innovative solutions to everyday challenges across various industries. Through my work, I aim to demonstrate how thoughtful design can simplify processes, enhance user interaction, and significantly improve service quality. Follow my explorations and learnings as I share more about my projects and insights on Medium.

Your Thoughts?

I’m eager to hear your thoughts on this digital solution and any experiences you’ve had with similar technologies. How do you think such innovations could further evolve? Feel free to share your insights and join the discussion below!